Last weekend we purchased a sectional and had the pleasure of meeting Brian Healey. He was so helpful without pressuring us. We have always loved shopping at Rotmans, but this experience was by far the best....He's a great Employee!! Carolyn P - Fitchburg, MA
I had carpeting installed on Wednesday by the most professional men. They took great pride in their work, I watched as they consulted each other on any cuts that had to be made. They trimmed small pieces that I couldn't even see. I've always had great luck with Rotman's carpeting but these installers had to be the best I'd ever seen. Excellent job. Thank you. Christine M - Sterling, MA
I could not find a way to send a review of customer service at the Worcester store. Melissa was fantastic I had given my current address to find a king bed I had purchased 13 years ago, she asked about my address then and there was the purchase. She was able to give me all the manufacturer info which was great. Then she also recognized a part number associated with the sale that was exactly what I was missing! I thought I would never be able to fix my beautiful bed but thanks to one smart customer service rep she took care of me. I can say enough about her and Tony who found the part. Due specifically to their customer service I will not hesitate to use Rotmans in the future and recommend them thank again! Sincerely -Gary L.
Chris B. could not have been any more friendly to courteous to us. – He made the entire sales process a relaxing and smooth process. – We really appreciate the outstanding sales assistance he provided to us. – This was our first time to Rotmans. You have new customer for a long time to come!!! -Richard K.
I would like to commend Jerrahn in customer service who assisted me with my chest. He was professional, charismatic, efficient and ensured I was taken care of by going above and beyond. I hope Rotmans understands how fortunate they are to have Jerrahn in their employ and take the time to commend him for all he does. His service ensures I'll return to Rotmans over and over. Sincerely RS - Worcester, MA
Went to Rotmans first week of September and bought a sofa and love seat. It was during Labor Day weekend sale and the sales associate Brian H. Was great! Let us browse at our leisure but was there any time we had a question. Couch and sofa were delivered quickly and guys were extremely courteous and professional.
A few weeks after delivery, I realized my love seat was broken along the frame. We had only sat in it once or twice and it was creaky but hadn't noticed the break. Called Rotmans in a panic thinking this was going to be such a hassle and was so bummed I didn't notice it sooner. The customer service center was AMAZING! The woman on the phone was so friendly and empathetic. She said it was no problem and could get someone there right away to swap it out with a new one. I couldn't believe it! No hassle at all. New piece was delivered this morning and the two guys again were awesome! This is my first purchase at Rotmans but will certainly be the first of many. Service level here was outstanding. Thanks so much for a great experience!
Today we heard from customer Paul L. who described his salesperson Linda Shays as “awesome”. He said that he kept changing his mind, but that she walked all over the store with him helping him to make his final decision. He said that he will always make his future purchases at Rotmans, and will ask for Linda.
Hello. i just purchased 2 items at your store and my salesman, Leo was incredibly nice and helpful. He didn't pressure me. And then at the check out Christine walked me through the finance part of my purchases. She was awesome. Professional and kind and a great sense of humor. Your company should be proud to have them on your team. They both are the reason I purchased at Rotmans. My intention was to see the deals you promoted and then hit the other big dealers to shop for the best, but because of the two persons I've mentioned, I didn't have to go any further. I felt the need to let you know. Thank you. Jon LeBlanc - Worcester, MA
I would like someone to know that the gentlemen who delivered our furniture today were two of the most polite delivery people I have ever met. They are very customer service oriented. Please pass this along to their manager. I can't remember their names but I'm sure you can look up in your records who delivered in Woodstock, CT on July 30. Thank you, Paula McNerney
Thanks Joe, The furniture arrived yesterday and it looks great. Thanks for your help, you are very efficient! Cynthia A. – Stow, MA
Just a quick thank you for a job well done regarding last weekend’s carpet installation. The men (Scott & Kyle) were on time, very fussy to detail and left our home spotless. A word of thanks also to Tom O’Connor for his assistance - Looks Great! James C – Sterling, MA
To Whom It May concern - Loretta Nault's floor or HR manager, I cannot say how much I appreciated Loretta's honesty in helping me with a mattress selection. She answered all my questions, gave me quotes, sympathized with my problems at Sleepy's but did not try to sell me anything. She was a wonderful resource in helping a customer. I did return to Sleepy's and left without satisfaction. I returned to Rotmans specifically because of Loretta's honesty. I bought the mattress that she thought best suited my requirements. She even tried to defer my delivery fee which was very nice. When it comes time for performance reviews, I hope Loretta gets five stars. She deserves it. Rotman's is lucky to have her. Elinor K (NORA) – Worcester, MA
Joe, Thank you for spending all that time with me and my friend Mary two weeks ago. Cannot wait to get my new couch. I will definitely be back and ask for you. You are wonderful. Patricia A. – Hudson, MA
The gentleman came and put in 4 rooms of carpet for us I just wanted to call you to tell you what a wonderful job they did. They worked so hard in the heat they just kept working till they were done. Every room is awesome; they also did the closets and the stairs. They were polite; it was an incredibly good experience and I wanted to thank you very much and let you know how pleased we were with your installers. They just worked so hard and they’d only take water, they were so amazing. We are so pleased with the carpet but are also pleased with the ease of the installation. Diana C – Jefferson, MA
I feel obliged and compelled to write this email on behalf of Deb Kuczinski, Living Room Sales Manager.
I want to preface it first, by saying that I have been a Rotmans customer for over 35 years. My friends and family call my home "The House of Rotmans". Practically every piece of furniture is from your store, bedroom sets, dining room sets, Office, mattresses and living room sets which I have bought and replaced over the years. My current living room set, from Rotmans, is still functional but faded after 15 or more years. I knew it was time to replace it so naturally I went to Rotman's. However, this time, my timing was off. My husband has had serious medical issues and was in the midst of one when I selected my furniture. He is quite handicapped and on a walker. Sad to say, he almost fell out of the chair I purchased. I went back right away, informed the sales person, Maria, who was very compassionate and understanding and she waited patiently while I selected something else. As it turned out, in haste, I practically picked out the same thing. I tried to cancel the order over the phone but was told that because it was special ordered and time had passed I could not get my deposit back which amounted to $618. I asked if I could speak to her manager and Maria had Deb call me. We set up a meeting.
I had just come from the hospital where my husband was still a patient. The first thing Deb did was ask about my husband and she listened patiently as I told her everything that has been going on. I could tell she was really listening. Then she told me that unfortunately because it was a special order there really wasn't anything she could do for me. We talked some more. She seemed to understand what I was going through and why I made such poor decisions. She then said that her goal was to work with me and that she did. She said that she would do some research and would call me the next day. She told me to go home, get some rest, and try not to worry. She would try to find a workable solution.
She called me as promised and gave me two options. What impressed me the most was that she said there was no need for me to make a choice right now, think about it and call me tomorrow. I must say it was the best night sleep I've had in months. When I called her with my decision, I was pleasantly surprised with the outcome. Somehow she had worked it out so that I would not lose my deposit and that Rotman's would take my initial living room set back. She told me to take my time and come back when things settle down and pick something out.
I thought the days of old fashion customer service was gone and it is in most places. Thankfully you have a woman in Deb, who still values a loyal customer, and tries her best to meet their needs. What is unique about her is that she listens, truly listens. And when she sees a need she does all she can to resolve the issue. If you have an employee of the month/year award it should go to Deb. And yes, I will be back to Rotman's in the near future. I have shared this information with my friends and family and all do business with Rotmans and will continue to do so now with more respect. They will ask for Deb K. Shirley B. – Leicester, MA
After customers checked out at the front desk, they had this to say: Joe (Cristo) is extremely knowledgeable and they appreciated his honesty. He didn’t rush them and spent a lot of time helping them. They were very pleased with the service they received from everyone here. Mr. & Mrs. A – Fitchburg, MA
Gentlemen, this is just a note to let you know that Paul Thibeault did an excellent job at installing the T.V. we purchased at Rotmans. He was prompt, courteous and very efficient and I would not hesitate to recommend him to others. I do not have his address, but would ask that you forward a copy of this letter to him. Charles A. G. – Leominster, MA
Dear Mister Rotman, I am pleased to write to you about your employee, KYLE BOURQUE. In January, 2015, I purchased two Ashley bookcases (# 275520724) from your store. Becky Goodall, the woman who waited on me was very professional as she walked me through the selections and she saw to it that I received the bookcases in good order. I returned to your store on March 23, 2015, "prompted" by your advertisement in the Sunday Telegram. As Ms. Goodall was not in, I was referred to Mister Bourque. I was told that he would assist me and that he would share the sales person's "consideration" with the absent co-worker. In fact, on the Invoice, he is listed but as SP #2, even though it was he who did the necessary work on that day. (I do not question store policy. I had asked for the January sales person, the only employee I knew by name.)
So, with this being said, the reason for this letter is to commend Kyle Bourque. He attended to my order professionally, as I would expect from someone employed at Rotman's. But, more-importantly, he handled my order as if I had requested his attention when I came into the store, as if I were one of his repeat customers. He listened to my needs (one bookcase to match the others). He brought up my previous order on the computer to verify the product, was able to find a matching bookcase in stock, and arranged for delivery on March 26, 2015 (which took place at 9:00 A.M. today.)
Yes, these are attributes which you expect of all of your employees, which is all the more reason to write to you to be certain that you know that in this encounter this man has lived up to my/your expectations: he served you well in serving this customer who is well-pleased. On previous visits to Rotman's, I have never had any reasons to fault the service, whether I bought or not. I felt that as the person whose name is on the door, you should hear my satisfied story. If you feel that it is appropriate, please inform Mister Bourque of my positive story. If such records are kept, I would appreciate it if my letter were noted in his employee record. Thank you for taking the time to read this letter and to appreciate a satisfied customer's remarks.
P.S.: The delivery men, Augusto and Harley, did their job well. They came during the appointed time; placed the book case where I requested and went on their way. I have telephoned to let the delivery department know. Sincerely yours, Lee F. B. - Worcester, MA
Hi Rob (Allison), I just wanted to Thank You again for all your help & knowledge. We are scheduled for this Friday delivery!! I'm so excited, its Andy's birthday & it will be a huge surprise for him. Thanks again Rob. It was a pleasure. Renee B – Townsend, MA
Dave (Rotman) was working with customers on Saturday when they told him that they had just made a purchase in the living room department and that their sales person, Shane (Keefe), was the best sales person they ever had. He was patient and not pushy, he knew the product very well, and he led them to exactly what they needed. Anthony & Taj Marie A. – Hyde Park, MA
My new kitchen floor is gorgeous and the installers ( Mark & Craig) were really terrific, very detail oriented, careful and cleaned up. I give them both a thumbs up! Lydia B. – North Grafton, MA
Hi Linda (Shays) - This is Amanda, Marianne's daughter. My boyfriend and I just wanted to say thank you for all your help with picking out a bedroom set. The set was delivered on Saturday and we absolutely love it!! Thanks again! Amanda and Travis – Thompson, CT
Just got a call from Chris Nelson, we just delivered to his fianc?. He couldn’t say enough about the delivery guys because they couldn’t get the truck up Crown Street and had to carry the sofa a ‘city block’ to make the delivery. He was very happy and wanted us to pass this along. Chris & Stephanie – Worcester, MA
Janet, the daughter of customer Lorice L. called and asked us to tell Becky Goodall’s manager how EXCEPTIONAL she was. She went out of her way to accommodate her Mothers needs and it is greatly appreciated. Janet – Worcester, MA
Hi Linda (Shays) - Just wanted to say thank you again for all your help when I came in to buy my strange assortment of stuff!! Also for helping my daughter and her boyfriend, they did appreciate it. It was nice catching up about all the old times, time sure has flown! Stay safe and warm! Regards, Marianne G. – Thompson, CT
Tim was superior - very helpful. Educated us with quality. Tamara - Worcester, MA
Sales person Kyle was very outstanding! He took plenty of time with us and more than answered our questions. Peter
Have looked everywhere for chairs to match our dining table, but have not found anything…until today. Chris Bourque assisted us and we couldn’t have been happier. He was efficient, helpful and very nice. Thank you Chris. Althea – Northboro, MA
Our salesperson, Kyle, went above and beyond to finalize the sale. Dana – Shrewsbury, MA
Joe Cristo helped me select a sofa and loveseat along with the fabric – he was great. Linda – West Boylston, MA
Tom O’Connor was very helpful and gracious. Thanks Tom! Rachelle – Stow, MA
Jamie Bowlin was outstanding! He was a huge help, very informative, patient and helped us get the best rug for our needs. Scott – Webster, MA
Hi Chris, I want to thank you for your quick responses and all the information you gave today. We are very excited about the table and appreciate all the help you and Bruce provided. I will be sure to be in touch again in a few weeks to get a better sense of the date. Thanks again for all the help!! Anne – Medford, MA
Barbara Kane was awesome! She knew exactly what we needed even though we did not. Debbie – Shrewsbury, MA
Charlie Bryan was very helpful. He did not pressure me to purchase anything, which I very much appreciated. Cynthia – Gardner, MA
Alan did a phenomenal job working with me today. Professional and understanding during a rough period of my life. Rotmans for life! Natasha
We were very impressed about the knowledge of our salesman, Joe Cristo. He found exactly what we wanted. Marilyn – West Boylston, MA
Bruce Barter was excellent, spent a lot of time with us. Enid – Westborough, MA
Danielle is very thorough and knowledgeable. She was very patient in helping me and in answering questions. B.K. – Worcester, MA
Chris Bourque is a credit to your business – professional, thorough, patient and knowledgeable. Outstanding!! Chris
Theo Chapman took excellent care of us. He was professional, courteous, and answered all of our questions. Excellent customer service! Des & Colleen – Millbury, MA
Ray, from bedrooms, was fantastic! He was so helpful and very much enjoyed working with him…will recommend him to everyone! Thanks!
Shane Keefe was a great sales associate. He didn’t hover over me…he offered assistance and didn’t push me into anything I didn’t want or need. Exceptional personality and an asset to your store. Kudos!!
Kyle Bourque was a very professional and patient man. Would recommend him to anyone. Well done!! Chris – Worcester, MA
Our salesman George Moccia was outstanding. My elderly father need a bed ASAP and he made that happen. Great guy. Dan – Southbridge, MA
Becky Goodall was our sales associate and she was excellent. She helped us with questions about leather furniture. She was never pushy, very pleasant. Peter & Lesley – Shrewsbury, MA
Our salesman, Leo Hoffman was most attentive and well informed. No less appreciated were the efforts of the clerks and the deliverers. Anthony
Maria Langton was very helpful. I would come back and shop again. Shane – Dayville, CT
Maria and Nancy were awesome. I couldn’t make a definitive decision on what we needed and those two ladies were so patient and helpful. Cynthia – Holden, MA
Kathy Sowyrda helped us with our purchase. She was incredibly helpful, friendly and knowledgeable. So nice shopping here. The billing department is exceptional as well. Tracy – Northborough, MA
More than satisfied – very helpful and more than accommodating. Love this store. Dale – Auburn, MA
Kyle was so helpful and patient. He listened to all our need and helped us to find the perfect couch! Lisa – Framingham, MA
We came to furnish an entire bonus room and got it all here, even the Sony TV. Brian Healy was so helpful and knowledgeable about everything. Wonderful experience. Jason – Charlton, MA
We are regular customers! We recently purchased sofa, chair, artwork, carpeting and a kitchen set...always satisfied. Cindy H. – West Boylston, MA
I am extremely pleased with Linda’s selections and her following through with everything from the purchase to the delivery. The furniture is beautiful and perfect in the room. “You did a great job with the color and style. I love them all.” Thank you. Joan C – Worcester, MA
Rather than a complaint, I have a commendation. Prior to Christmas, I purchased a Stressless chair from a sales associate, Kathy Sowyrda. While I made the purchase in early November, I didn't want to pick up the chair until Christmas as it was a present for my husband. Kathy was extremely helpful in keeping the secret, arranging the pick-up date, organizing the assembly to preserve my warranty. She made the process easy and everything worked beautifully. The gift was a huge success. Jill R – Worcester, MA
Customer stated Chris and Donna in dining rooms were “awesome” to work with, and wanted to report this to the “non-complaint department”. John P.
My wife and I recently went to the store in search of a Persian rug. The sales person in the carpet area immediately began to assist us. We finally found the perfect rug however; it was too small. Within a few minutes a larger rug was ordered. I was assured the rug would be delivered before Christmas. December 14th the carpet arrived and we are extremely happy. I cannot thank the sales person enough for all his help. We live in Connecticut and would never hesitate to return back. Thanks again. Tim C. – Windham, CT
We just had a customer call us about her delivery this morning. She was pleased that they delivered her furniture even with the weather conditions. She said the drivers, Brian and John, were clean, courteous, and very professional. She also mentioned that Nancy was great! She was extremely happy with everything she purchased and will be back to do more shopping. Mrs. Ronald H. – Leicester, MA
From start to finish it was a nice experience. Deb K. and Linda S. were amazing, pleasant, and very nice. The delivery guys, Abimael B. and Gus V., went above and beyond and were very nice. Jack & Debbi M, Boxborough, MA
I am writing to express my appreciation for the excellent service I recently received from your customer service representative Ricky. I called very frustrated with a problem that a previous associate at Rotmans had told me they could not help me with, and directed me to a service company, that was equally not helpful. I called Rotmans back, very upset, and got Ricky. He promptly and professionally handled my concern. He remembered me when I called back a few days later, and he followed up when he said he would, AND he made sure my concern was resolved. In this day and age, I often find customer service is a thing of the past. As a result of Ricky's excellent attention to my problem, I will not hesitate to come to Rotmans again for purchases, and I will recommend it to my friends. I hope you value this wonderful employee. Cheryl P. – Douglas, MA
Just a quick note: our new carpet was just installed and we couldn't be happier. The installers were professional and very good at their job. Another satisfied customer! Thank you. Henry L. – Auburn, MA
Jean and I would like to compliment Rotmans on the sales and staff personnel that you employ. During our 2 visits, we did not encounter a single employee that did not greet us with a smile and acted as if they enjoyed working for your store. In particular, Nancy Renaud exemplifies interpersonal abilities and sales expertise that we expect from a first-rate sales person. During my initial call and visits inquiring about Rotmans and, in particular Ekornes and other seating options, she qualified us by listening and responding with well-informed product knowledge, and assisted us in arriving at a buying decision that is best for us. She is worth the drive from Harvard Square to Worcester. Ms. Renaud’s primary competition for our purchase was an interior designer at the Boston Design Center (primarily Baker and Henredon lines) and Circle Furniture who also sells Ekornes at the same prices and special offers – and is located within a half a mile from our home in Cambridge.
To assess Rotmans inventory for future purchases, we appreciated both the breadth and depth of your product lines. During our walk through your store, we were both impressed and appreciative that your sales persons, throughout the store, were congenial, willing to help, and informative.
Our compliments especially include the customer service skills of the front desk. Entering the store, the staff made us feel as if they appreciated that we were shopping in their store. From our initial phone inquiry, through expediting the final sales contract and receipt, and delivery options, each front desk person exemplified congeniality and gracious assistance. Cordially, Michael and Jean P. – Cambridge, MA
Your repair man Terry, did a first class job Friday of getting rid of the squeak in our love seat. We were very impressed with his professionalism and are now cheerleaders for Rotmans. Thank you. John & Mary Lou B. – Longmeadow, MA
Brian was awesome! I would prefer to buy everything here with him Jeanne M. – Atkinson, NH
Kyle was very helpful and delightful! Atwood A. – Worcester, MA
Customer called and left a message to say how happy she and her husband are with the carpet they purchased from Rotmans. The specifically wanted to thank Marvin for facilitating the whole process, they really appreciated it. They are very pleased with everything. Bruce & Lois R.
Customer reported over the phone how “very impressed and grateful” she has been working with Becky and Kyle. She stated she “appreciates” them taking the time to answer her many questions and said they have been very “calm and good at explaining things” to her. She also appreciated the time and attention they have given her over the holiday weekend. Joan C.
Good morning, just wanted to share some positive feedback about our Rotman’s delivery this week. The guys were great A , they were reliable, polite, neat as a pin and most importantly no damages to the condo! I could tell you stories of deliveries we’ve had this month that would make your hair curl! Make sure the higher ups are aware of what I stellar job your guys did! FYI, after our 1st visit when we purchased the desk, chair & table we came back again last week and purchased a chair, the sales lady bent over backwards and made an extra effort to make sure the chair was added on to our delivery this week. Thanks again to everybody we dealt with for our purchases & delivery! Have a great day! Diane S. - Westborough, MA
Hello, my husband and I came in this Saturday morning for the tax-free event. We were pleasantly surprised by the quality of the customer service that we received while in the store. We drove all the way from Cambridge because of the prices, but I would return because of your employees. From the two women cleaning the glass doors when we entered a little passed 8 am all the way through to the cashier who was extremely personable and helpful with our 3 separate tickets, every interaction was friendly and polite. I especially want to mention Tim in the mattresses who took the time to share his expertise with my husband and me. We probably tried 6 different beds, and Tim answered our questions about each one. He easily guided us through the selection process without being overly pushy! He even walked us over to the section where the bed frame we had selected was displayed so we could see it and so he could order the correct size of box spring.
It is easy to say that Tim went above and beyond. I also want to mention Ken in the bedroom department. I didn’t interact much with him myself, but my husband spent a while on Friday night pre-selecting bed frames over the phone. He said that Ken was extremely helpful. The shopping experience was so easy and pleasurable that I wanted to make absolutely certain to let every person on your staff know that they did a great job on Saturday. I can imagine it was a stressful weekend for your entire store but we didn’t feel that at all. Congratulations on an amazing customer service achievement! 100% happy here! We will be back when we need some new furniture. Thanks so much! Jean and Daniel H.
Heidi received a call from a customer who wanted to thank us for our help in fixing the problem with his bed. He called asking for help in reducing the height of his bed as a current medical issue was causing him to fall out of it frequently. He already had a low-profile foundation but was still looking for a shorter option. He wanted to thank Gina and Paul for thinking of and researching the slat-roll option and also for confirming that it would work on his bed. He also asked that Ken, the warehouse manager, thank our drivers as he mentions the “fellows” and wanted to thank them for their assistance in storing the foundation in a spare bedroom. He wanted us all to know what great people we have at Rotmans.
Mr. Carron – Although we did not buy an Ekornes recliner through Rotman’s, it was not for lack of a superior effort on the part of Joe Cristo. He was very knowledgeable and informative. Told us he’d get the answers he didn’t have at his fingertips, and called back immediately when he did. He was not pushy, or overly solicitous. Just the right touch to let us know Rotman’s could satisfy our inquiry.
Unfortunately, our son, for whom the recliner was to be a gift, decided to go in another direction. So a sale by Rotman’s did not materialize. We will keep your company in mind, and refer others to you. Thank you. Ray A. – Rutland, VT
“Had a great experience shopping at Rotmans on Friday. Went shopping for a new living room chair, but had no idea what we wanted......not even sure if we would buy that day. Our salesperson, Rebecca Goodall, made the experience a really great one. She put up with our wishing to try out virtually every chair in the store without her knowing just what type we wanted (we didn't either) and never rushed us as we roamed all over. Any high pressure sales would have probably sent us out without purchasing, but Ms. Goodall's style of selling was so pleasant that we eventually found exactly what we were looking for. Just wanted to let you know that this style of selling is a wonderful experience for the customer.” Connie & Carl
I just want to thank your driver who traveled Brickyard Rd in North Brookfield yesterday. He pulled way over and slowed way down passing my son and I while we were walking. Thank you for being a safe driver. Much appreciated. Debra A. – N. Brookfield
Barbara Kane in the bedding department is the best! She truly cares about her clients and their personal needs. My boyfriend and I went in back in February to purchase a bedroom set we saw in the paper. We then decided that we would need a mattress because ours was terrible and I was 5 months pregnant, so I needed something comfortable. Barbara spent most of our afternoon with us while we jumped from mattress to mattress. Of course everything we liked was out of our budget. Barbara knows her inventory really well and listened to what was important to us and helped us pick the perfect mattress AND it for out budget. My mom ended up buying a new bedroom set from her that day too and went in there with no intention to do so. Barbara does a great job of staying in touch with her clients and making sure their needs are met and they are nothing less than happy. I will recommend her to anyone looking for a bedroom set or mattress. She is amazing! Roxy B. – Leominster, MA
Hi Deb, I was waiting for Megan to send me some pictures before I sent this email. I will send later. Everything turned out perfect! The pieces fit perfectly and look fabulous. Megan also liked everything. She face-timed last night so I could see all the furniture in place. Megan also wanted me to advise that the guys that delivered the furniture were great and very professional.
This has been a fabulous experience. You were just wonderful, always very easy to contact with quick responses. Your choices and selections, well just outstanding. Mr. Rotman should be very happy to have someone with your expertise on his team. I will send photos when Meg sends them to me and Look forward to seeing you when we get back to add the finishing touches. Again, many many thanks for all your help. We are all so pleased. Christine M.
Chris (Bourque), I just wanted to let you know that my dining room table was delivered yesterday and I am very pleased!! I wanted to thank you for all your help. I am glad now, that the one I had originally wanted was discontinued and I had to get this one. I love it!! The color matches perfectly in my room. Thank you again for your help! Wendy S. – Ware, MA
I just wanted to call and let you know that Scott and Kyle did a wonderful job installing our carpet last Thursday. They were very professional and they cleaned up after themselves. I know people call with complaints so I thought it would be nice to call and let you know what a wonderful job they did. Barbara E. – Shrewsbury.
I had a voicemail from customer who was thrilled with her install today. She loved Gene and his helper Keith. Said her carpet feels great and will definitely be back to shop with us! Thanks Virginia B. – North Grafton, MA
Paul, we wanted to let you know that you were so right on when you told us it would take a couple of weeks to get use to our new foam mattress! At first we thought we'd never get used to it but after a week or so we are so loving it! Thanks again!! Sue M – Wheelwright, MA
Dear Sir, recently we had furniture delivered to a Malden, MA address. Your delivery men were highly professional, competent, and personable. They were extremely careful taking pieces off the truck and bringing them up the stairs. Gino and Will were outstanding not only with the delivery, assembly, and placement of the pieces, but were very helpful to us also. We were very pleased with your staff and will be sure to mention our experience to our friends. Donald B – Jefferson, MA
Dear Sir/Madam. We would like to let you know about the delivery of a mattress to Spencer last Friday (Feb 19, 2014) at approximately 6:00 pm. The two young men who came to deliver the mattress were very polite and very willing to do what had to be done to get the mattress into the bedroom without letting it bend. This included crossing a snow-covered front lawn (about 12” to 18” of snow) without a complaint and a very “can do” attitude.
Too often people who are “just doing their job” don’t get the recognition they deserve and we wanted you to know how impressed we were with these two young men. Very Truly, Ben & Nancy W. – Spencer, MA
Furniture shopping at Rotmans – Please share the below with your supervisors to let them know you guys are the best!
Let me preface this letter by saying I would rather have a scheduled root canal than to spend a day furniture shopping, the latter being much less painful and less expensive. As a man I am much less interested in color, fabric selection or accent pillows but more interested in, can I still see the TV, get my hand into the waistband of my boxers, and maintain a level of comfort that will allow me to obtain REM sleep in 30 seconds or less. Our experience at the Rotmans store in Worcester was far from painful. The staff was friendly, knowledgeable, helpful, but not intrusive in the least. We were not the typical easy customers and have had a few glitches with our purchasing experience. From receiving a damaged piece to changing our minds completely to get different pieces, the folks we dealt with were accommodating at every turn. Not to mention the value for quality product is unmatched by any store around!
Scott Mellen, Professional Sales Associate, was whom we have had the pleasure of dealing with and guiding us through, what seemed like a thousands of choices we had to make. I can say that his customer service was more than outstanding. His willingness and flexibility to work with us made the process seamless in regards to getting to the finish line. We have not received our furniture yet and are still sitting on what is now a loaner set from Rotmans that they have been kind enough to let us use until our order comes in. All arranged by Scott for our convenience.
The whole story of purchase, exchange, change of order, and change of pieces is too long to tell in detail, but let me say he never flinched or made us feel like we were painful to deal with at any time. Charlie Bryan, Carpet/Flooring Sales; any guy who can rock the pony tail is OK with us! Charlie was friendly, funny, and personable, most importantly knowledgeable, and helpful. Again we changed our mind after original purchase but he was willing to go to bat for us getting restocking fee refunded and making purchasing the new matching area for our new furniture again painless, almost enjoyable. I am going to post on all social media and speak to everyone I come in contact with that is looking to buy furniture, and recommend they go to Rotmans for value, selection and most important to any consumer EXCELLENT CUSTOMER SERVICE! We will return for all future furniture needs.
Excited and looking forward to actually getting our new furniture and carpet, (6-10 weeks, fingers crossed) Steven and Brenda B - Belchertown MA
Briana, thank you for your telephone message and wonderful customer service. We are very impressed with your dedication to customer satisfaction. Yes, we look forward to the delivery of our chairs. We understand from your telephone message that the leather on one of the arms of Brian's chair is damaged and that, although we are accepting the chair in delivery, that Rotman's is going to have the manufacturer replace the arm. The replacement, however, may take several weeks to a couple of months before we receive it. This is also acceptable, however, Brian is concerned about the color match and dye lot, but we will address that when the time comes if it is necessary.
Thank you again for such a pleasant shopping experience. I would like your supervisor to know that your pleasant demeanor and conscientious follow through guarantees that we will return to Rotman's furniture for our other household needs. Brian and Sarah S. – Candia, NH
Danielle, thank you so much for all your help. You’re such a wonderful person. Wishing you and yours a very Merry Christmas & Happy New Year. Kim L. - Uxbridge, MA
Theo was excellent. He was a pleasure to work with. Maryann R. – Shrewsbury, MA
Hello Kathy: Just want you to know our furniture has arrived and it looks lovely in the room. And, it is comfortable. The men who delivered the furniture were most helpful and courteous. And of course we want to thank you for your help. The recliner we bought is most comfortable. There is a possibility we might be interested in another one (we are considering that along with other options). Could you let us know how much a second recliner would cost? Is it on sale? If not, do you know when it may go on sale and what the sale price might be? It is our hope that you have a wonderful Christmas. Edie and Dave G – Burlington, CT
Hello, this is in regards to our recent mattress issues. We bought a mattress and it was defective a year later. We just wanted to say a Big Thank You to Loretta and Christine in your Mattress Dept. Rotmans should be proud to have 2 sales persons that went above and beyond their jobs to make myself and my husband have the best service and find us a mattress that suited our needs. Let me say this was not an easy task but Loretta and Christine did it. They were pleasant and helpful through the whole process. We are so pleased with the service. Thank You again for all their help. Sue and Chuck K. - Leicester
Kathy, thank you for being so nice and patient with me. I will always remember you. You are a terrific sales lady. I hope you have a Happy Thanksgiving and Healthy and Happy Holidays! Gracie B.
Your store has absolutely the best staff and customer service policies. I called about a repair issue, the technician was courteous, professional and prompt. Not 8 hours has gone by since his visit and I've already gotten a call back from your customer service department (Thank you Ricky!) with a satisfying resolution. I will always, always recommend Rotmans. Mark T.
Just wanted to let you know that we are very happy with the new leather furniture we purchased from you on the 15th. I was really concerned about switching to leather after never owning leather before and it was delivered last Friday and we are very happy with the purchase, even the kids like it! Thanks again for all your time as we were trying to make up our mind you were a big help to us as well decided whether we wanted to purchase leather or not. Take care and thanks again. Cathy Q. – Grafton, MA
Once again our experience at Rotmans was everything we would want. Kyle H. – Charlton, MA
Extremely pleased with the service provided by Danielle Rondeau. She went out of her way to help us in every way. Jocelyn D – West Boylston, MA
Thanks, Joe, for the extra effort you put into our inquiry about the corner computer desk. In the meantime we found one at 48-inches which I think will better serve my needs. Your courtesy and effort are very impressive and reflect well on Rotman's. John A. Bloom - Boston, MA
Linda Shays was fabulous to deal with. She was courteous, knowledgeable, and professional in every way. Every salesperson around could take a lesson from her. Rob C. – Northampton, MA
Loretta Nault helped me find the furniture what I wanted with real exceptional service. Sushilaa P. – Shrewsbury, MA
Absolutely was thrilled with Donna in the drapery department. I was not aware that you had that department with such an amazing selection and prices! I am telling all my friends! Keila K. – Northbridge, MA
Donna Foley was incredibly helpful and knowledgeable. We met with 3 different sales people today and she was by far the most helpful! Emily B. – Putnam, CT
Barbara Kane was tip-notch, polite, professional and attentive without being pushy. You are lucky to have her. Rob C. – Northampton, MA
Theo was a great help when our original salesperson, Mary Beth, was out sick the day we returned to make our purchase. Thank you! Kerri D. – Worcester, MA
Theo Chapman excellent. Good man. He's a keeper. Barbara D. – Worcester, MA
We love our new Canadel buffet and dining room table and chairs. Finally! Thank you! Dan D. – Macisaac, MA
Chris Bourque was extremely helpful. Will recommend others to him at Rotmans. Joseph M. – Littleton, MA
Kathy Sowyrda was so helpful. She made everything go so easy. With people like Kathy I would never go anywhere else. Donna R. – Worcester, MA
Hi Joe, Just wanted to let you know that we are very happy with the new leather furniture we purchased from you on the 15th. I was really concerned about switching to leather after never owning leather before and it was delivered last Friday and we are very happy the purchase, even the kids like it! Thanks again for all your time as we were trying to make up our mind you were a big help to us as we decided whether we wanted to purchase leather or not. Take Care and Thanks Again. Cathy Q. – Grafton, MA
We went to Bob's with a pocket full of cash and were so disappointed with the service and quality that we walked in here within half an hour before closing and left with a living room! Theo was amazing! Kept him late and he was so great to us anyway! Becky L. – Barre, MA
Great service. Enjoyed salesperson. Manny C. – Auburn, MA
Easy purchase! Theo Chapman was helpful and available, but not too overbearing. Kristen M. – Uxbridge, MA
Bob and Theo were very helpful! Kate G. – Holden, MA
Nice salesman, Theo. Very helpful, knowledgeable and friendly. William R. – Dudley, MA
Ms. Rondeau was exceptionally pleasant and helpful. Sally E. - Leicester
Hi Joe, Just a quick note to thank you for your time and energy this morning in finding a TV stand that I could pick up right away. We love it and it goes perfectly with the rest of the room. I truly appreciate it! And as an added surprise bonus, NO assembly required! We opened the box and it was complete! I attached a picture... All the best, Melissa C. – Stow, MA
Thanks Theo, great service. Dawn M. – Worcester, MA
Theo Chapman was most helpful. He walked back and forth with us many times looking at different loveseats and wanting us to get what we wanted. Bettina S. – Holland, MA
Theo is an excellent sales rep. Dan J. – Thompson, CT
It was a great pleasure doing business with the company. I will be back very soon. Thank you. Roselind W. – Millbury, MA
Deb worked with me to design my room and was very patient! I value her expertise and what she chose for suggestions was very helpful. Sherrie C. - Worcester
Danielle Rondeau was great. 10 very helpful and very informative. I will ask for her again. Norma M. - Webster
Jennifer LaSala very pleasant. Robert S. – Worcester
Entire experience was quick and pleasant. Barbara L. – Charlton
Excellent salesman. Very professional and knowledgeable. Will come back to do business with Joe Cristo. Vincent C. – Auburn
Joe Cristo was fantastic and very helpful. Also Marc Zecker. Adam T. – Whitinsville
Donna Foley was sales person - just absolutely amazing - could not have been happier with her service. Kerry M. – Brimfield
The sales associate, Danielle Rondeau, was excellent. Went out of her way to assist. Phil T. – Leicester
Pleasant experience. William H. – Hubbardston
Courteous, friendly, professional - best describes the two gentlemen who delivered my furniture, Ryan Foy & Shane Malvey. Delores L. – Southbridge
I would like to comment on our experience while researching and purchasing a new mattress recently. Mr. Moccia was pleasant, professional and very knowledgeable. During my "scouting" visit, he answered all my questions patiently and never made me feel pressured. When I returned with my husband, we received the same expert assistance and he processed our order quickly and offered most information before we even thought to ask. We enjoyed our experience and appreciated his efficiency. He is a true asset to your team. Joan H. - Sutton
I received a phone call from a customer who was gushing about Rotmans! She loved her whole experience here and said the installer (Dave Cote Jr and his helper Jeff) were very "polite, courteous, and efficient". She just wanted me to pass this along. Therese R.
Chris B. in dining was tremendous! The set I viewed online was priced different than in store. Chris verified what I saw online & honored without trouble. With 2 kiddies in tow & limited time, I was thankful for his knowledge, professionalism and rapid action to finalize my purchase and honor the online price. Seamless wonderful transaction. Extremely happy & can't wait for set. Jamie L. – New Braintree
Excellent customer service from Theo. Katie W. – Sturbridge
I would just like to say WOW to the amazing service form Rotmans, Nancy and Gina especially. You really went above and beyond any expectations I had and Rotmans will be my first choice for any new furniture we buy. Just wanted to say thanks! Shawn O – Webster, MA
A customer had a very large job up in Maine that was tedious and required lots of measuring and binding. Scott and Brian did the job and they finished up in 1 day. The customer called to say how nice they were to work with! She said they were polite, professional, asked questions, and very clean. Paula M - Maine
We really appreciate Scott and Bryan for showing up on time and installing a perfect carpet. We are very happy with our new flooring. Michael C. – Douglas
Customer called today regarding her delivery yesterday, and wanted us to know how wonderful the drivers were on Truck 37, Stop 10. She is very happy and appreciates the great service they gave her. Georgia P. - Worcester
bought a living room set in the leather dept. I was helped by Joe Cristo and he was excellent. Maureen L. – Marlborough, MA
Bruce Barter waited on us and was extremely pleasant and very helpful every time we came in - very nice to deal with. Bruce A. – Oxford, MA
Andrea Dolan was very helpful, polite and gave us the time to look around without being rushed. Great sales person!
Thank you for all that you and Rotmans has done for me. It is very much appreciated and will not get unnoticed by me nor my family. When we are ready to buy furniture I will surely see you. Thank You again, Joe B. – Princeton, MA
Chris Bourque was our sales associate and he was very patient and informed. He offered us extra chairs and we bought them. Steven S. – Spencer, MA
Stopped in yesterday; spoke with Joe Cristo. Husband was not able to come in. Joe emailed me photos of couches; came in today to purchase. Very nice. Juliet E. – Princeton, MA
Joe Cristo was very professional and helpful. Very patient. An asset to Rotmans. A for Joe. Cindy K. – Rutland, MA
Drivers were very nice and careful when delivering items. Guy G. – Framingham, MA
I always enjoy shopping at Rotmans. I found our sales associate Chris Bourque in the dining area to be very helpful, knowledgeable and accommodating. * Thanks, Chris I appreciated all your help! Lisa N. – York, ME
Joe Cristo was tremendous. We appreciate his expertise and help. Meghan – Hudson, NH
Very professional, helpful and wise about products. Nancy P. – Holden, MA
Drivers were very polite, considerate and professional! Kerry R. – Rutland, MA
Both drivers did excellent time getting furniture in and out for us. Excellent customer service. Maureen H. – Shrewsbury, MA
Good salesman - I didn't come into the store to buy a recliner, but I did.
2 of the nicest young men delivered our mattress bed this morning. Their names are Ben and Eddie. Charles L. – Southbridge, MA
As always, everything went exceedingly well. Thank you for the great service. Melissa L. – Barre, MA
Chris Bourque is the best. He has been so patient with me as its taken 1 year for me to pick out Canadel chairs. On three occasions he spent over 2 hours and never acted bored or frustrated. He is an awesome worker.
Kathy Sowyrda was a wonderful help. She greeted us promptly and was very helpful. Thank you. Debra D. – Worcester, MA
George Moccia was a terrific salesperson: knowledgeable and considerate of our challenges and having 2 small kids with us. Did not pressure. Tim D. – Barre, MA
Joe Cristo was "extremely" helpful assisting us with our leather couch and loveseat - great price!! Janis G. – Medford, MA
Both drivers were great. Nancy Renaud was fantastic - patient and very knowledgeable. Lori in customer service helped tremendously. The wall unit was damaged sight unseen, and she worked hard for a solution. Karen H. – Bolton, MA
The young lady (blond) who handled payment was great. The delivery guys were "outstanding!" Thomas M. – Worcester, MA
We're always pleased with the fine quality, service, and pleasant professionalism at Rotmans. Anthony P. – Worcester, MA
Kevin Calcagni was the best sales associate I have ever dealt with. Everyone involved did an exceptional job. Loredana S. – Shrewsbury, MA
Sales & delivery = excellent!! Maureen C. – Norfolk, MA
Great service, excellent sales associate - very knowledgeable and nice. Delivery was fast and professional - great team - polite too. Rich C. Pomfret, CT
Everyone we dealt with was professional, pleasant, and had answers from the person at the door, the salesman Kevin Lee, woman at register, and delivery men. Margaret D. – Gardner, MA
The delivery guys were great - friendly and cheerful. They set up and took away cardboard and plastic. THANKS! Daniel H. – Shrewsbury, MA
Every experience with "Rotmans" has been pleasurable! Paul K. – Princeton, MA
Jen LaSala was so good. She helped me find exactly what I was looking for. All encounters were exceptional. Drivers showed me the operation of the chair and let me try it before they left. Have purchased from you before and will again. Customer service is important to me.Karen L. – Athol, MA
Tim Brosnihan really helped us get the right items. He also steered me to the other floors where I will go to furnish my house. Beatrice F. – Longmeadow, MA
Bruce Barter helped us. He was wonderful!!! Everyone has been. :) Happy Day!! Christine H. – Sterling, MA
The best sales experience we have had in a long time. Leon was not only knowledgeable on our flooring needs; he was extremely pleasant to do business with. We will highly recommend Rotmans to others! Alex B. – Medway, MA
I am one of Rotmans' biggest fans. My two married children are now as well. I am pleased with everyone I encounter at Rotmans! Kathleen B. – Worcester, MA
Great experience from start to finish. Peter C. – Clinton, MA
Sales agent was very attentive without being pushy or overbearing. Your driver and delivery men were extremely polite, courteous, and very accommodating as well as helpful. John C. – Worcester, MA
We love dealing with Sheryl Ouimette! It is always a pleasant experience & I will always go back to Rotmans! Bethe K. – Shrewsbury, MA
All went well will shop here again. Albert Y. – Fitchburg, MA
The two people on the truck that delivered our furniture were very polite, courteous and knew their job. They're an asset to your company.Raymond K – West Brookfield, MA
Chris Bourque was most helpful. Represents your fine store very well. Nick K. – Marlborough, MA
Rotmans does not disappoint! Gail S. – Shrewsbury, MA
We were very pleased with the service we received from everyone that day. We were in and out in no time. Thanks again!! James W. – Spencer, MA
I have shopped Rotmans several times and have never had a problem. The associates don't pressure me at all and are very helpful. Drivers are nice guys. Paul A. – Sturbridge, MA
Drivers were great. Karen D. – Leominster, MA
Don Kelly was a great help and got me what I wanted at what I could afford. Amy H. – Dudley, MA
Marissa Cournoyer was amazing!! Helpful, down to earth, not pushy - an absolute pleasure to work with! Will recommend her to family & friends for sure!!! John and Kori H. – Webster, MA
Always enjoy our visits to Rotmans. Very good variety. Marc B. – Littleton, MA
I had a great time finding my wonderful rocker-recliner. Glad I went to Rotmans that night. Janet C. – Worcester, MA
Joe Cristo was the salesman for me. He was excellent. Joe is thorough and efficient. Janice G. – Westborough, MA
Chris Bourque was very helpful and assured that delivery went perfectly according to my schedule with a call. Regina M. – Worcester, MA
Delivery guys were awesome, didn't get their names but one was from Clinton other Leicester. Robert R. – Spencer, MA
Chris Bourque was very helpful and patient with us, even with our rowdy boys running around. Paul and Candy S. – North Grafton, MA
Bob called to tell us that Mark and his 2 helpers did his vinyl installation and he loved it. He said they paid attention to detail, and they were a great crew.
Mark called to let us know that Dave and his helper did a great job for him. He said he was very pleased with the install and Dave even went back a second time to steam the carpet for him because there was a minor defect.
Over the past week I had a new kitchen floor installed, 3 bedrooms carpeted, and my bedroom furniture was delivered today. I have bought all my furniture from Rotmans over the past 20 years. I will never buy from anyone else. Your staff at the store and who deliver and installs are fantastic! I would like to specially thank Marcus Hannay and Ben Adams who delivered my furniture today. They were very informative and professional. I have spread the word on your wonderful store and staff! Thank you very much!
Enjoyed the whole experience, everyone was wonderful. Millicent B – Holden, MA
Since 1968, my wife and I hae moved around in PA, WV, and MA, using seven moving companies and seeing diverse delivery men. And, over the past 40 years, my wife and I have purchased furniture in all three states, and have seen many other furniture stores' delivery men. I was very favorably impressed with Rotmans' two drivers – Gino and Will. Even though our house was their last delivery, after a long day making deliveries in New Hampshire, Gino and Will were friendly and still energetic. They wasted no time in carrying in a very heavy, long and bulky 9-drawer chest of drawers, calling out (counting) our three stoop steps as they approached the front door. They very carefully carried the chest up the interior steps to my second floor, all the time calling out to each other to avoid missteps and mishaps. They then carefully and slowly maneuvered the lon chest around two "tight" corners into a bedroom. Gina told me and showed me how to correctly attach the separate, heavy mirror to the dresser back. Both men were cleanly dressed, well spoken, courteous and respectful, and efficient but not rushed (even though it was at the end of their long work day).
Your drivers/delivery men are Rotmans' very last "Representatives" that your customers see and interact with, as they safely deliver and place the customers' eagerly awaited, newly purchased furniture. With personable and capable employees such as Gino and Will, Rotmans successfully completed its efforts to give its customers (my wife and I) "full, positive retail experiences."
It is my pleasure to give Rotmans written compliments for a job well done. We are very happy with our latest purchase, safely delivered to and place in our home.
On a scale of 10 = excellent, Rotmans is a 12. Your furniture selection and quality and reasonable prices are matched by your personnel. Mr. & Mrs. C – Hudson, MA
I just wanted to call and let you know what a great job your installers did. They were really good and really quick. They went over and above what I expected. They even used the extra carpet and did my closets for me.
Excellent Customer Service! Nicole Cormier was wonderful! She spent so much time with us and did not stop until a sale was made.
Hi Danielle, Yesterday, you had a chair delivered to my daughter, Holly, in Marlboro. Thanks for such quick service and the chair is beautiful. Most important that it is comfortable for her to sit in after her surgery. Danielle you were wonderful. Thanks so much and God bless. Jeanette
Dear Joe, we would like to thank you for your help and knowledge on us finding the right living room set. We have had it now for a month and are very happy with it. We almost left that day without purchasing it, but with your expertise in selling helped us decide that day. Thank you for your help and want to say you are definitely an asset to Rotmans. You made us feel very comfortable. Thank you, Bruce & Rachel - Lunenburg
Hi Joe; Thanks for your search results looking for a computer armoire. Your conversation with Rotmans' product buyers and your computer search were fruitful. The site you referenced showed that Sauder, which manufactures in Ohio, had what we were looking for. The unit has space for a computer tower. The Sauder web site showed that no direct sales were available but that there were two super stores in Manchester, CT and Nashua, NH. We drove to Go Furniture in Manchester, CT (exit 62 off route 84), saw the piece and made the purchase. It is American made. So, our visit to Rotmans was very beneficial to us.
The customer service that you provided is unheard of these days; but, you can be sure that, in the future, when looking for furniture we will start at Rotmans and will be sure that friends looking for furniture know of this experience. 'If you can't find it via Rotmans, you probably can't find it at all!" I spent $560 plus the round trip gas at Go Furniture and Rotmans gained a future repeat customer. Thanks again for your efforts. Best regards; Phyllis and John G.
This is a brief note to express my appreciation to several Rotmans' employees who made my recent carpeting purchase at your facility a positive experience. I had purchased indoor/outdoor carpeting for my three-season porch and had requested plywood be installed with the carpeting glued over it. There was some discussion with the salesman over what type of plywood should be utilized, and it was recommended that ?" non-pressure-treated would be sufficient.
I placed the order, and once the carpeting was received, Gene and Keith came to install everything. Gene lifted the old carpeting and informed me that he would not be able to install the material which they had brought as it would not be appropriate for the possible exposure to the outside weather. Although I was frustrated by the delay, I sincerely appreciated his honesty and candor. (He could have installed everything, not said anything to me, not missed a day of pay, and I could, potentially, have had a significant future problem.)
I called and I spoke with Paula who was extremely helpful in that I had no idea how or who could install the pressure-treated plywood that was needed for my location. I was somewhat upset as I had taken the day off from work and was unsure how to proceed. She went out of her way to assist me, and after a couple of calls back and forth, she scheduled Dennis to lay the plywood and glue the carpet. Although he had to come to my home twice due to the plywood being wet and needing drying time, he was pleasant, professional, and very helpful. He and his helper, Kevin, finished the job yesterday, August 11, and I am very pleased with the results. I felt that Rotmans senior management needed to be aware of the excellent customer service provided by these individuals. They are outstanding representatives of your company. Sincerely, Deborah B. – Shrewsbury
I came into Rotmans over the weekend to purchase some new furniture for our three-season room. We found a great rattan set and ordered it accordingly. You sales associate, Danielle Rondeau, did an excellent job handling all our questions, concerns and selections. Great job! Mike
Thank you very much for your prompt attention to the sagging table I wrote you about on June 12. I was impressed to be contacted by a customer service representative the day after I mailed the letter to you, and I have continued to be pleased with the follow-up. A service representative, Tim, came to see the table in our house on the Cape, and he was immediately able to see and diagnose the problem. He assured me that Canadel does in fact make high quality furniture, and that there are rarely problems. After he took photos, Tim assured me that someone would follow up. Sure enough, Gina from customer service called the next day with the new that Canadel would be sending new runners that a representative would then come to install.
All of the people to whom I spoke were friendly, concerned, and professional, and I am very grateful. We fiorst heard good things about your company from friends in Boltion who has purchased leather chairs after being referred by friends of theirs. As you no doubt are well aware, word-of-mouth is the best advertisement possible. We will now pass on our good experience with Rotmans to friends who are looking for furniture.
Once again, thank you, and I appreciate your help. Susan.
Customer found the chair she wanted on our website and called Kerry Kirley. Kerry processed her order and the customer's husband was able to pick up the recliner in Clinton the same day. The customer then sent this note to Kerry: "All set! Thanks a million! You were a lifesaver! This chair is a God send! I even sleep in it. It was easy to find online and pay for on the phone. I had called every other place, too and I would have had to wait for weeks for a lesser chair. Kudos to you and to Rotmans!" Anne W.
I would be remiss not to send my thanks and many kudos to Theo (didn't get his last name) who assisted me in choosing a recliner for my dad's 80th birthday. It wouldn't have been a big deal but I was calling from Florida. Theo was patient, gracious, professional and animated and made everything work. He helped in making the transaction go smoothly and my dad is happily loving his new birthday chair. Thank you Theo for making our family a happy family. Melinda P.
I had rugs installed last Tuesday and I inadvertently didn't get to you to thank you and compliment the job that was done by those young men (Dave Cody Jr & Rob Cody). It was outstanding. There were polite and pleasant. In fact I think I had the father of the young man when they put the three rugs in the living room for me (Dave Cody Sr.).
Anyway I just want you to know that we are very very pleased with your delivery people and the work that they do. Thank you. – Barbara B.
Today we had our rugs put in 3 in the bedroom, living room, hall and stairs. I can not say enough about the installers Dave Cote, Robert Cote and Seth Barrels, they were friendly polite, and very help full. they did an amazing job. I'd recommended these men any time. Once again thank you for sends such great installers. My rooms look amazing and were so satisfied. Barbara & Paul B.
We purchased a lot from here over the years ? Aaron from the TV Department wwas amazing!!
Just wanted to drop you a note and tell you how satisfied we were with our rugs, The installers Dave Cote, Robert Cote and Seth Barrels were very professional, nice, and friendly. They knew their craft very well. They went beyond what they had to do. I'd recommend these guys any time. My rooms look beautiful. Thanks again to the guys. Barbara & Paul B.
Carol, a customer, called to let us know what an awesome job the carpet installers did in her home. She said they made sure they got the carpet and the padding into the house before it rained on them. The installers got a little wet when they had to go back out to the truck, but they did not track anything into the house.
She was a little nervous about having people come in to install the carpet, as it had been many years since the other carpet was put in but they were very professional, very neat, very personable and very accommodating. They did more than she expected, they even vacuumed up afterwards. One of the installers found an earring that she lost a long time ago. It was 14K gold and had a turquoise stone in it. It was expensive and she is so happy to have it back. She said that it was really nice of him to put it aside for her. Dave, Rob, and Seth were great!!
On June 25 and July 2, I had carpet installed in my home. I was so happy with the installation and I love my new carpeting! The men that installed my carpet were outstanding. I was so impressed with their expertise, the quality of their work, their meticulous effort to make sure everything was perfect right down to clipping loose fibers and vacuuming everything before they left! They were friendly, helpful, cooperative, polite, etc. They even nailed down loose nails in the floor boards to eliminate squeaking when you walk in the door. I am a very happy Rotman's customer because of the quality installation. I hope that you will reward these men for their excellent work. Sincerely, Carol L.
We are writing to express our appreciation for members of your staff who helped us with our recent purchase and installation of carpets for our home. Our special thanks to Alan David in sales, who took the time to explain the available choices to us; the installers gene and Keith, who were friendly, helpful and courteous and completed the installation in a very professional manner; to Amanda who was responsible for scheduling, and also to all the folks in the credit department.
All in all, your friendly and courteous staff made the entire process very pleasant. Yours truly, Shashi and Alice M. – Shrewsbury, MA
I just wanted to compliment you on the young men, Eric & Pete, who delivered my chair and couch this past Saturday. Initially, we weren't sure the couch would fit-but they refused to give up-carrying the recliner/couch up two flights without knowing for certain that it would fit through the door. It was a hazy, hot afternoon-near the end of their very long, physically draining day, yet-they refused to take the easy way out and insisted on giving it a shot. Fortunately-it worked!! Just wanted to let you know how well your brand is being represented by these two young men. Won't hesitate to shop with you again!! Kathy T.
I just wanted to contact you on your two delivery guys Aby and Shane. There delivered a couch today. They were very professional and nice. They also arrived within the delivery time given. They are two very nice guys. - Sheila
I recently went shopping at your store for a new mattress set, sometime last week. I am 26 years old, and have never bought nor gone shopping for a new bed before. I was referred to your store by a friend who had a good experience shopping there, so I decided to stop by. The whole shopping experience was great, thanks to the wonderful department manager, Barbara Kane. She was very friendly and knowledgeable, and made me feel comfortable trying out many of the beds on the display floor. After many different mattresses, I decided on a Sealy Gaurdini Bellagio Firm Super Pillowtop mattress and low profile box spring. It was delivered at 8:45 yesterday morning, only 15 minutes after 8:30, which was the earliest the mattress could be delivered, I was told. The delivery guys were great, they set up the frame, box spring and mattress for me, and we're extremely effecient and friendly. After spending last night in my new bed, I have to say I am extremely happy with my purchase and my experience at Rotmans. I can't remember the last time I got such a great night's sleep. Ben S.
Last Fall we purchased the Sealy I-Comfort System from your store. After a couple of months of use, the mattress began to sag in the middle. You promptly dispatched a technician to our home to investigate our concern. It turned out that our queen sized bed did not have the adequate cross-member supports and as a result the box spring failed. It took about 10 days to resolve our problem and we wanted to let you know how appreciative we are for the fine service and follow-up we received. We never expected our problem to be resolved free-of charge but it was. A sincere (although somewhat remiss) thank you. Regards, Jack & Jean M.
Dennis, Many thanks for making our home a showplace. Your talents and care in your workmanship was beyond our expectations. We enjoyed you and your fellow workers each day. Hope you will be able to help again some day. Regards and Many Thanks, Connie & Milton N.
Mr. Rotman: As a customer, I want to thank you for the excellent service my husband and I had this past year at Rotmans. We worked with the design consultant, Sheryl Ouimette. It was time consuming for her, and for us, but with Sheryl's help, we selected new rugs and furniture for our living room. She was always available, creative, and helpful. We are very pleased with the results. We will continue to be Rotmans customers. Regards, Patsy L.
My husband and I recently purchased wall to wall carpeting. Our overall experience was good with just a couple of glitches—quickly resolved—along the way. However, we would be remiss if we didn't take an opportunity to recognize and commend the efforts of one particular employee---Amanda Donahue. We were completely impressed at how efficiently and well she resolved our concerns. She is friendly, responsive, patient, and willing to go the extra mile. While we only met by phone, we know she always has a smile. You can just tell by the way she interacts with you. Her exceptional customer service skills make Rotman's shine! Please do whatever you can to recognize and reward her service. Rotman's is lucky to have her! – Kathy & Bob R.
My sales person was Marissa Cournoyer and she was very helpful. – Liz P., Worc.
Commendation to Kerry Kirley. She is knowledgeable, patient, and Fantastic, as the boss would say! The Quality at Rotmans leads above other competitors. – Barbara R., Millbury
I bought my mattress from you guys on August 31, 2007, and it has been nothing short of amazing. This bed has seen 5 different apartments and has been from Boston to Los Angeles, but since I can't fit it in my car to move back with, this date (January 18, 2012) will be my last night with it. This has been by far the most comfortable bed I've slept in, so I look forward to getting a new one as soon as possible. Thanks for a great product! - Andrew
Caroline, words cannot express my complete satisfaction and pleasure with my new furniture you helped me to choose. I am very grateful for your expert advice…I have been led astray in the past…and I just wanted to express my sincere appreciation. Denise M. – Whitinsville
Terry Barton came to our home to make a repair on a piece of furniture. I just wanted to let you know how excellent he was. He was very professional, friendly, and fast. I will recommend Rotmans, as I always do, to everyone I know. Terry is super, thank you so much. – Patrick B.
I just had a couple check out and they had nothing but good things to say about Barbara Kane. He asked that I let her boss know how WONDERFUL she was and how helpful she was.....So I am just passing that along to you. -Caprice
Jen LaSala received a nice compliment from a customer: "We are very pleased with our recent purchase. Thank you for the fantastic service"! – Janet S. – Princeton
We were so impressed with the large selection. What Rotmans has was unbelievable. People were so nice. – Mary Ellen Q – Maynard
Cathryn Foley went above and beyond to help me get the recliner that I really needed. She took pictures, measured it, and arranged everything for me. She returned my calls immediately and made me feel important. Linda
Hi Penny, You have gone above and beyond what I expected. The time you took to go over the information that I sent you as well as the promptness in which you handled the situation is very much appreciated. I am impressed by the customer service at Rotmans and can not wait to make a future purchase. Thank You, Jessica S. – Oxford, MA
Hi Cathryn. I just wanted to say thanks for all your help yesterday. My husband and I really appreciate all you did and you were so nice to deal with! It really made our experience quite easy and that means a lot to us. I can't wait for our sectional to arrive - :), Nicole D.
Dear Mr. Rotman. My wife and I had an experience at your store that I believe you need to hear about. We were shopping for a living room set on Monday, December 5th. I decide to get my wife a new living set for Christmas. I came to your store because I know you have quality furnishings with reasonable and competitive prices. Your flexible financing is also another reason why we came to your store. The most important reason we will always shop at your store, and have in the past, is the people you have working for you. John Saffron spent about 2 hours plus with us as we looked around. His experience and knowledge of your products really helped make the sale. He was very patient as we looked and discussed the positives and negatives of different settings. It is the little things that make him one of your biggest assets. When I would discuss one thing or another with my wife he knew when to let us continue without any pressure. He also knew when to chime in with a suggestion.
We did not buy the night because we needed to go home and measure the room to make sure everything will fit. Now this is really the difference between him and other salesmen I have met. He let us go without any pressure. My arm was never twisted behind my back. He read me corre4ctly when I told him I would be back the next day. He also hear5d me talk about TV sets that you had and he walked us over to Patrick McCauley. Patrick was truly an expert in his field of electronics. He listened to what we were looking for and showed us some variable options that we could pick from. Since we knew were we coming back we left Patrick without making a sale. Again no pressure and we loved it. All together I think we were there about 3 hours. The next day we returned like we said. We purchased both the living room and the TV. John also helped us find a coffee table and an end table. When we left there I felt like I had a new friend in Smiling John Saffron.
Mr. Rotman, I am sure that you receive some letters about complaints and most people don't spend the time writing letters of the excellent service they received. I just wanted you to know you have two of the best working for you. – Wesley & Christine N.
Mr. Rotman, Just a brief note to express my appreciation to Rotmans and its staff in the TV and cabinet departments for helping me choose the correct TV and cabinet for my living room. Kyle was especially helpful. He took charge and helped me immensely. Steve was helpful too as was Paul when he came to the house to very day of delivery and installed the TV perfectly. I'm enjoying my TV so much and when the one in my bedroom goes I will be sure to visit Rotmans immediately. Sincerely, Jane R. – Webster, MA
Customer called to let us know that the installer, Dave Cote Jr. did a great job, were professional, and a credit to Rotmans. David S. – Worcester, MA
I apologize for being delinquent in sending this message. I had a delivery to my daughter's apartment. The furniture was delivered by Nathan and Andre. I think you should know that you have two incredibly competent, professional and courteous young men representing your company. I have had many deliveries in my adult life and these two gentlemen were outstanding compared to all of them. They deserve a huge pat on the back. Thank you Nancy H. – Shrewsbury, MA
Hats off to the delivery team of Abby & Shane for a delivery made last week to customer Mr. P. Mr. P. said they were polite, professional, and the delivery went without a hitch. He stressed that the delivery team was 'Super' and they were thrilled with their new furniture.
I just wanted to make sure to let you know how thankful I am for our recent experience at your store. Last week, we found out that my Dad needed to have quadruple bypass surgery. Needless to say, it was an EXTREMELY STRESSFUL week for our family. I decided that a power lift recliner would be a much needed investment for his return home. We went to Bob's Stores. First, they tried to "up sale" us. Then, when we made it clear we were not going to buy the larger chair, we were told that the one we wanted would not be available until August 22nd! I was ready to cry. When I got home, I checked your on-line store. I then called and spoke with the SWEETEST sales person- named Danielle- who helped me right away and was VERY SENSITIVE to our situation. As if by magic, I ordered the chair- which you had in stock- and we picked it up yesterday. It is ready and waiting for Dad when he gets home :). In some instances, a furniture purchase is just a luxury. In our situation, this was a NECESSITY. I wanted to let you know how appreciative my family is that Danielle made this purchase so easy for us. We will DEFINITELY be customers at Rotman's for life! THANK YOU THANK YOU THANK YOU!!! Heather and Andrea
Good morning Deb, Thanks for your prompt reply and your most helpful hospitality while we were in your store, the experience was definitely a positive one for us which is not always the case when looking for furniture. I suppose it is too late to add the server to my existing order? Please let me know if it is at all possible to purchase the server to coincide with the rest of my delivery. If not then I guess we will have to await another sale but please keep me informed if there is a chance it may be discontinued as that will pose a problem with trying to match the table. Again I really appreciate all of your help; it was so nice of you to wait for us after having such a long day yourself. You were most helpful in our decision making process although I only wish we had purchased the server that night. Thanks again, Debra
We recently purchased a new couch and entertainment center from Rotmans. Don Kelly was our salesman. We would like to say that we think he is a great salesman. He was very knowledgeable about your product and was extremely patient with us while be made our decision. Don has a laid back approach, which we really appreciated. At no point did he make us feel pressured to buy or try to make us buy something we could not afford. My husband and I both agree we wanted a denim fabric couch and Don helped us find just that! We are very satisfied with our new custom fabric couch and entertainment center and look forward to purchasing more pieces soon. Erica and Russell B., Worcester, MA
I just wanted to let you know that Jason the delivery man and the driver (I did not get his name) were wonderful. Right on time as promised, professional, clean and caring with the delivery of my furniture. They did an outstanding job and should be commended. Thanks. Angela Y.
Thank you so very much for coming to our home and installing the porch carpet. As you know, it looks wonderful. We have been enjoying the weekend now that the furniture is in place.
John and I enjoyed our afternoon with you. It was also great fun for me to be matching repeats once again.
When we are shopping in Rotmans, we will certainly stop by and say hello.
I have also dropped Joe Quintal a note
Do take care – if you are ever near Northboro drop by.
As ever, Joan and John
Thanks for helping with the table, Joan.
On Saturday, April 23rd, we received a call from one of our customers who had a delivery that day. She wanted to let us know that she was very pleased with her delivery. "Andrew Stenzel and Jay Freeze were very careful and cautious. I was very impressed." "I was also very happy with my salesperson, Tina. She over-extended herself to help – she was wonderful." – Haddy C. – Worcester, MA
Mr. Rotman - In an age when exceptional customer service is often taken for granted, I suspect you appreciate receiving words of praise concerning positive experiences at Rotmans. Such was the case involving my recent visit to your store.
My wife and I visited Rotmans on April 22 with no intention of confirming a purchase. We were in the market for a new mattress and planned on researching several vendors in order to assure we made the most prudent selection. As your records will reveal, we have been Rotmans customers for several years and have consistently been pleased with every phase of the sales process. George Moccia's attention to our situation certainly continued the trend we have come to expect from your staff.
Your salesman educated us regarding the nuances of each option available and did so with a pleasant demeanor. In short, Mr. Moccia earned our confidence and supported our decision to confirm a purchase that day. While completing the sale is an obvious objective of all employees, he exceeded expectations in attending to several concerns that surfaced after the fact. The mattress was delivered on April 23 to our satisfaction.
Mr. Moccia reinforced our commitment to ongoing dealings with Rotmans and I felt it appropriate to make you aware of our positive experience. - Scott C.
I wanted to take a moment to thank Gina in Customer Service for the absolutely outstanding job she has done in helping me with some furniture/manufacturer issues. Her dedication to the customer is some of the best I have experienced. She has gone above and beyond in helping me more than once. This last time on a problem after the warranty expired. The piece was replaced, which was more than I could have asked for. She does a wonderful job in keeping the customer happy. – Ron S.
Dear Mr. Rotman,
I am writing to comment on my recent purchase of a Sealy bed from Rotmans and thank you. From my initial phone inquiry last December about credit info, I was impressed with a friendly and quick response by Diana Bostock that answered my questions. Then, I came to your store intent on getting your "Presidents' Day" sale special of a Sealy bed and looked up Mr. Alan Mrazik, whom I had spoken with about Sealy the week before on the phone. Again, I was pleased with answers to all my questions, and professional help. Well, on February 19th, I met with Alan and, with his help, purchased my new CFEPT bed for $579.00. A delivery was arranged for the very next day…on a Saturday no less. Finally, but not least, was a visit to your credit department where I was assisted most courteously by Diana and easily was accepted for a line of credit. Sale Completed. All in all, Mr. Rotmans, it was a pleasant and satisfying experience. Delivery was as promised, and even those guys were really nice and took away my old Sealy and set up the new one for me. On the news today was the fact that you have recently been named "Retailer of the Year"! Well no wonder. You have earned it. I'm sleeping well and (the "sciatica" is gone too) feeling great, had to let you know. Thanks again, Maurice
I wanted to write and inform you of the great experience we had recently shopping in your store. My husband and I came in to purchase a new bedroom and mattress set. We are of different height, size, and musculoskeletal problems so we knew it could be hard to find the right set and recognize what a large impact that choice could have on comfort and rest. We had the good fortune to connect with Tim Brosnihan. He was extremely knowledgeable of all your products and really took the time to walk us through the features and allowed us plenty of time to look, test, and choose. We took delivery of our bedroom and mattress and could not be happier. We have a beautiful bedroom set and thanks to Tim's expertise helping us choose the mattress we have never slept so comfortably or felt so rested. Tim is exactly the kind of sales representative every customer hopes to encounter when making a large purchase and I am grateful that we did. He is an asset to Rotmans and I hope you recognize this as well. Thank you, Bill and Sharon B.
Cathryn, Just a quick follow up to let you know that everything was delivered and "installed" in perfect condition and on time!! The two delivery folks (who delivered to Brookline last Thursday) were fantastic and helped out in every way. I'd say this was the successful end of the beginning of a long term relationship! Thanks so much for leading this effort. You were key to its success! Sincerely, Tim and Donna
My husband and I bought a loveseat from your company about three years ago. We were wondering if you made slipcovers to order. We are very satisfied with your service and to this point only get furniture from your store because of such wonderful customer service. Thanks soo much for your reply! Erin
I just wanted to let you know that your delivery people were great representatives of your company. They arrived earlier than I thought they would. They were careful bringing in and setting up the table. They were friendly. Much appreciated. Thanks, Danielle
This morning one of your crews came to our home to deliver a new king size cherry bedroom and mattress set. My husband and I have moved several times over the years and we have had many pieces of furniture either delivered or removed from our home. Your crew today was by far the most professional, conscientious, and careful we have ever dealt with. At every step of the way they were careful to protect our wood floors, our doorways, and items hung from walls or ceiling. It was a pleasure to have them handle the delivery and a refreshing change to others who have scratched floors and marked walls so I thought it important to take the time to write and let you know. Thank you Bill and Sharon B.
Thanks soooo much! I just called to verify the delivery on Friday and it's all set. They're going to call me on Thursday with 4 hour time frame for the Friday delivery. This is so exciting... and all because of your "whatever it takes" attitude. Believe me. We visited many stores and talked to many people... So we can say with a LOT of experience working with many other folks that you are in a very small elite group of outstanding people and truly the BEST we've worked with. Please feel free to forward this to your manager. He/she must hear one more time how valuable you are. Sincere thanks from both of us! Tim S./Donna T. PS - We'll be back with friends.
To Whom It May Concern, I just wanted to drop a line to let you know how pleasant and productive my interaction with George Moccia was two weeks ago. I came in looking for a solid metal queen size bed frame because my current wood frame had worn such that the mattress was no longer held level. My requirements were that the queen frame be ideally 9 point and that it have the mounting brackets for a header and footer. Simple enough, but the chain stores were not able to provide a satisfactory solution. George instantly knew what frame I needed. While there was no example of this frame for me to inspect, he assured me that it was the correct one. He placed the order and two days later I had it set up at home. And George was absolutely right. A one stop shop to get the right item. It's perfect. Phillip W.
Hi: Your service person Tim Johnson just came out to fix my chair. He was Excellent. He was friendly, and professional, and was able to fix my problem in just a couple minutes. I wish every repair person at every company was as nice, professional and competent at their jobs as Tim was. Please pass along my thanks as well as my compliment of happy I am that he fixed my chair. Thank You!!! Jody P.
Just a quick note to say how much I appreciate Kathy's help. She's friendly and knowledgeable about your products. We bought a living room set a year ago from her and it was a positive experience - then last night we added an ottoman to that set and were able to have Kathy again. Reminded me about how much she helped and didn't pressure us last time. Not too many people are willing to take the time to compliment, only to complain, so I wanted to say she's a great sales rep! Thanks Kathy! Deb S.
Good Afternoon- I just wanted to thank you for the great service I received yesterday. I was in shortly before closing, picked out a sectional and was able to order and pay in just a matter of minutes. Earlier in the day I foolishly went to one of the large local chains, wasted almost 2 hours and wasn't told until after I paid that the item wasn't available for over a month. I could go on and on about how long it took to void the transaction and get my money back but won't waste your time. I just wanted to let you know I "learned my lesson" and will not be fooled by alleged "bargains" again. Although the item I bought cost slightly more, it is worth it to get the better service. I will definitely recommend your store to my friends. Thank you again, Tara
Hello, I just want to thank Eric and Mike for their great efforts today in delivering a queen sleeper sofa that had to go into an upstairs room. At first they thought it would not make the turn at the top of the stairs but I asked them to please try and they assured me they would. It was quite a challenge for them both but they were able to get this 7 foot sofa into the upstairs room I wanted it to go into. The wall leading upstairs has a ding in it but it really wasn't their fault. They were trying to accommodate me and they were working in very confined space moving very heavy furniture. They did the best they could to make me a happy customer and I truly appreciate their efforts! They were polite and gave an exhausting effort with a successful outcome. Kudos to Eric and Mike! - JoAnne
My parents recently had your men come out to install a carpet and deliver furniture. They are in their late eighties and this is overwhelming for them. Your people were so wonderful to them as well as doing a top notch job on the installation and delivery. Thank you so much for going above and beyond to make this exciting change for them so smooth and stress free. You can be sure our immediate family of 30 will share this experience with everyone we know. Also Charlie and Debbie helped my mother for hours in selecting everything. Please thank them for us too. Sharon writing in for my parents: Normand and June M. Leominster, MA
I am blown away by the customer service experience at Rotman's. It started with Jen on the sales floor. No pressure, no icky sales tactics, just friendly, informed conversation about the products we were interested in buying. Then, when she found out that we didn't have any furniture, she offered to send our sofa out as soon as it came in instead of having to wait for both pieces to be in. Flash forward to today. Our sofa was delivered without a hitch last week. And today the love seat came. The two guys (I wish I could remember their names) were friendly and fast, and they called me before they arrived so I could minimize the time I spent away from the office. When they saw that my coffee table was broken (it's from an assemble-it-yourself chain from Scandanavia), I jokingly mentioned that we were having company over tomorrow and I didn't know what I was going to do. One of the guys then offered to fix it. I told him it was going in the garbage. He reminded me that I was having company tomorrow. He ran out to the car, got a drill, and popped a couple of screws into the broken leg. Not only did they make me wish that I had bought a coffee table at Rotman's along with our sofa and loveseat, but they fixed a problem that had absolutely nothing to do with their job. As someone who is now accustomed to buying stuff as cheap as possible online, it is great to be reminded of what comes with choosing to buy from a great local company like Rotman's. Thank you so much. Ian
To Whom It May Concern,
This letter is to let Rotmans, its employees, and staff know how much we appreciate all that the company did for our family to keep us not only as a valuable customer, but a satisfied and safe one as well. Our family purchased a living room set that consisted of a sofa, loveseat, chair and ottoman last August. We absolutely loved the set and couldn't have been happier. Unfortunately the decorative nail heads on the furniture fell off on more than one occasion. After two different visits by the repair person, the nail heads continued to fall off, much to our disappointment. We enjoyed the furniture but could not have the small nails on the floor with our two children under four years old and another little one soon to be crawling on the floor as well. I called Rotmans customer service the third time that the nails fell off and spoke with Gina in customer service. Gina was extremely professional and courteous to me, a concerned mother. She promised a return phone call the next day with an answer as to what to do as the problem with the furniture persisted. The next day she called as promised, explaining she did not have an answer but would call the next day. I greatly appreciated her honesty that she didn't have an answer and her willingness to call an unhappy customer (at the time) to keep me informed. The next day she called as promised, and informed me that there was indeed a safety issue that was not our fault and should not be our problem. She continued to inform me that when it was convenient for our family we could come back to Rotmans and pick out new furniture with a store credit from the furniture that was defective in our home. She even went so far as to offer to have the company come the next day to pickup our furniture to get it out of the house, or to have it picked up when the new furniture was delivered. My husband and I were on our way to celebrate our wedding anniversary when we received the call from Gina and could not have been more pleased. Instead of dinner, we went to Rotmans and were politely and honestly helped by Scott Mellen. He was extremely knowledgeable and willing to allow my husband and I time to look on our own, yet around when we needed his expertise. I wanted to thank all the employees at Rotmans who made this experience what it was. We were unhappy customers until the Rotmans employees, including but not limited to Gina (in customer service), Scott, and the delivery crew went out of their way to make sure we were not only happy but a safe family. Thank you for making our family feel like we were important and matter to such a large company. We will proudly share our story of how Rotmans made things right for us. Sincerely, Heather – Paxton, MA
I just took delivery of several items and want to let you know the two men who delivered my furniture to my third floor condo were awesome—professional, pleasant and thoughtful. There were a few tough spots to get the items up here and they did so creatively with smiles on their faces and willingness to make it work. I hope you will forward this message to their supervisor(s) and company owners along with my thanks. I am a very satisfied customer and will spread the good word about Rotmans. In addition, the salesman who worked with me was a rock star too, so thanks and kudos all around. Stephanie - Brighton, MA
I wanted to email you to thank Deb Kuczinski for the wonderful service I had yesterday. I came in to purchase a recliner and had just left a competitor where I had a bad experience, but did not tell Deb this. As I was looking around, we chatted and told her that I was purchasing it for my husband who recently had surgery and needed a more comfortable place to sit than the couch. The next available delivery date was next Tuesday, I purchased the recliner and mentioned to Deb, if for some reason a Saturday delivery came available to please contact me. Deb called me about 2 hours later to tell me that she had contacted the warehouse and was working to get me a delivery for this morning. At 9am, the recliner arrived at my house!! My husband loves it and is resting very comfortably in it. Deb truly knows the meaning of customer service. I would also like to mention, that one of the delivery men was conscientious enough to notice my cat's food bowl and inquired if they needed to be careful to not let her out. THANK YOU and your wonderful staff for a very pleasant shopping experience. I will be back. Sincerely, Karla B.
I wanted to send an acknowledgment of the fine sales and service that Kathy Sowyrda provided on our recent purchase. Her professionalism certainly showed during our shopping experience, her attention to details and assistance helping choose items that would work with our decor and that we would be happy with for years to come. She certainly presents an excellent image and representation for Rotmans and we would be happy to recommend her to our friends. Gary & Cheri W.
I would like to inform you of how happy we have been with two of your delivery team. The Publick House has been requesting John and Tim because they do an excellent job. John came one time with a couch that was too big to fit into the room we bought it for. He measured the hallway and told me what size that we should buy. When they came to delivery the couches they helped us move out the old ones and moved them all without a scratch. They joked that they are the Publick House delivery guys because we always request them. We do request because they do such an excellent job. So good that I thought of delaying our Saturday delivery because I thought that we would not get them on a weekend. As a general manager of a hotel I understand how important that your employees understand customer service. Tim and John provide excellent customer service. We will continue to request John and Tim for all deliveries made to the Publick House. These guys are true assets to your company. Sincerely, Michael – Sturbridge, MA
Dear Mr. Rotman, I wanted to let you know I used your design a room consultant and manager Sheryl, and what a great experience I had. She is excellent at her job. She had the diagrams of my home, and had a pretty good idea of what I wanted and needed. She also has the patience of a Saint. But with your Tax free weekend and incentives I was able to redecorate 2 rooms. And she is wonderful to work with and we will be contacting her with more projects we are working on. Just wanted to let you know it was a pleasure doing business at Rotmans and I will tell our friends what a great place and experience we had. Sincerely, Fran – Auburn, MA
Dear Mr. Carron, Please forgive the lateness of this email, as it should have been written on the day above, but alas, we all get busy, and things unfortunately get put aside. I would like to tell you about my shopping experience with Rotmans, beginning with my original phone call during the week of August 16th. I'd been "pre-telephone" shopping for a recliner and had been calling for quotes as most people do, I'm sure, with some major and some minor stores, chains stores, and small family run stores. Along with the small, one-man manned stores, I called the "big-name, commercial-on-tv" stores like Bob's, Bernie and Phyl's, and Jordan's. Rotmans was also on my list of stores to call. Danielle took my call, and I cannot even begin to describe the level of customer service she provided me. I am what you could politely call "big" woman, and I was concerned about the sturdiness of some of your product. She not only did the research necessary to comfort me in that aspect, she also got dimensions of chairs for me because she had beforehand asked me my height and did not want me dwarfed by a huge chair where my feet couldn't even touch the ground (I'm 5'3"). I had called from my son's house in Maine, where I was visiting, and she did this and called me back within minutes, not hours, not days, not weeks!!! I was on my way home about six days later, and I was almost going to be going right by Rotmans, so I decided to stop in on that Sunday, the 22nd, to look at your recliners and see what you had and if there was anything I liked. Just on the off chance I stopped at the front desk and asked if Danielle was there, and amazingly, she was going to be coming in very shortly. Now mind you, she wasn't expecting me, heck, I didn't know I was stopping myself. I told the lady at the front desk where I was going to be, and when Danielle came in, she came looking for me, which I thought was totally awesome!! She was GREAT!! She answered all my questions, she brought me down to the recliner section (I had been looking at something else), and she let me loose. I need to sit in a recliner to see if it "fit" me. I ended up sitting in MOST of your recliners, until I found the EXACT one I was comfortable in, and then Danielle checked to make sure it was a good fit for me. She was SO patient; I can't even imagine dealing with anyone else ever again. She explained all the warranty information, she told me about the tax-free weekend extension; she explained that because I wanted a different color, it would take extra time, there was NOTHING she didn't cover. Her smile was so contagious. I can't compare what service she gave me in the first five minutes we spoke to just the telephone service (or should I say, lack of service) I got from ANY of the other stores I called. Their customer service agents could take a definite lesson from her. I don't know about the rest of the staff at Rotmans, but if they are HALF as pleasant as Danielle, you guys must be going through the ROOF!!! KUDOS to you for having her on your staff, and God help you if she ever leaves!! Thanks for one of the most pleasurable purchasing experiences I have ever had. Sincerely, Sue – Webster, MA
On Saturday, January 23rd, my mother, Rose, 84 years old, a very recent widow and now in the midst of needing to make a major change in her life by leaving her home of 58 years, arrived at your store surrounded by three of her daughters, me being one of them. Her purpose was to purchase some furniture for her new home at Christopher Heights where she would be moving in on February 5th. So, time was of the essence and we had to accomplish our goal of making her new setting feel like a warm, cozy home. And we had to do this all in those few hours that Saturday. Needless, to say, we took Rotmans by storm, needing to cover several different departments and to have everything chosen, confirmed, and ordered before we left that day. You can picture, 4 women, one the size of a peanut and the others hovering around her and making suggestions, and trying to help the lady of the day, who by the way is also legally blind, to "see" the pieces we were showing her. Now for the best part of our day.....Jennifer LaSala becomes our angel of the shopping excursion and literally took us under her wing. She couldn't have been nicer and more respectful to our mother; she was just amazing in her compassion as we explained what we were doing there. Jennifer patiently followed us to the departments, smiled as my mother was like Goldilocks checking many, many chairs until she sat in just the right one for her! And you knew it was the right one, because a smile broke out across her face that made us all laugh! Jennifer was as excited as my mother was! At one point, Jennifer introduced us to Tim Brosnihan who became our prince for the day! How kind he was to my mother and again, the word of the day was respectful. He made sure that he got a step stool for her to try out her mattress so she could find just the perfect one. Here, I think she felt like the Princess and the Pea as she climbed up! It was a long day for a little woman who was going through some pretty tough emotional things, and Jennifer and Tim made the day a total pleasure. What struck my sisters and myself was their compassion and kindness towards our mother, they were amazing, and you need to know that. As a result, when we left that day, we all said that if we ever needed anything for our homes, we would go to Rotmans and we have told everyone we know about our wonderful experience at your store. By the way, Rose loves her new furniture and please tell Jennifer that her chair is her favorite spot! Thanks to both Jennifer and Tim from the four of us! Rose, Sharon, Jill, and Lisa – Shrewsbury, MA
To Whom It May Concern at Rotmans, I sent an e-mail and received your prompt auto-response which I greatly appreciated, then I was promptly and surprisingly called at home by one of your employees - Jennifer Germain. She spent quite some time on the phone with me and we arranged to meet at the store today to look at the possible selections for my Mom. I was extremely pleased with her professionalism and compassion over my situation. My mom has Alzheimer's disease and has just recently been moved to a nursing home which has been a difficult emotional thing for me and my siblings. Jennifer was compassionate and never pushy. She offered all kinds of answers to my concerns and questions and will also speak with someone else regarding a concern I had that she could not answer and will call me back. I felt secure and I trusted her and bought a Powerlift recliner for mom with her compassionate manner. I feel that when a salesperson is superior and not just about the sales, I want to commend them and let their superiors know. So, I hope that you in the higher echelons of the company are treating Jennifer Germain well and giving her incentives to stay with you. I am a high school teacher and I know what it is like to be taken for granted -I usually only hear the negative or the problems or what I am NOT doing. I trust that you will "take care" of Jennifer so that she stays with your company and PLEASE let her know about this communication. It will give her incentive to continue her job the way SHE does it. Because of Jennifer, I had an extremely satisfying and positive experience with Rotmans and I will definitely return. Thank you , sincerely yours, Grace – Milford, MA
Hi. I just wanted to inform you of the exceptional service I received from Aaron Newton on my purchase of a Sofa and Recliner. He was very patient, knowledgeable and professional. Thanks Aaron for a wonderful furniture buying experience, I will be contacting you for my next furniture purchase. Larry – Vernon, CT
I wanted to take this time to thank you for putting me together with your sales associate, Jennifer LaSala, via e-mail. She was so very helpful to me in deciding if the coffee table and end tables I was interested in would be suitable for my living room. I came in and purchased them on Saturday morning. Unfortunately Jennifer was not there, however I was helped by a very lovely lady named Deb. I would like to say these women made my experience with Rotmans a very pleasurable one. You should be proud of your sales force. The tables were not in stock but I am very much looking forward to receiving them sometime in January. Thank you again. Sincerely, Kathy – Leominster, MA
I recently watched Extreme Makeover for a home built in Lyme NH. I saw the Rotmans furniture truck pull up on TV. Thank you for supporting such a wonderful cause. I appreciated knowing that your company reached out to this family. Thanks to all in your store who made this outreach possible. Happiest of holidays to you and your staff. Regina – Merrimack, NH
Hello, I just wanted to let you know that I just had the best experience with a delivery from your store. The two young men who handled the delivery were very professional, courteous and engaging. I certainly hope that the store knows what gentlemen you have working for you and that they are appreciated. They truly were the best delivery men I have ever had. I would welcome them in my home anytime. Its young men like these that make the world a better place to live. Again, thank you for your service. Theresa – Hudson, MA